FAQ

General inquiries

Q. I saw an item in the ella+elliot Flagship Store, but I can't find it online. Can I still purchase the item?

A. Yes. There are some items, especially those that are one-of-a-kind, or only available in limited quantities, that we do not have listed in our online store. ellaandelliot.com is still new, and more new items will be added to the site daily - please check back to see if the item you are looking for is available online in the future. If you would like to purchase the item right away, pleasecontactour Flagship Store. The staff will be happy to process your order and arrange shipping (additional shipping charges may apply).

Returns and Exchanges

The following FAQ regarding returns and exchanges is meant to supplement the regular ellaandelliot.com return policy. Please see the full ellaandelliot.com return policy listed in the ellaandelliot.comTerms and Conditions. You may view this page at any time by clicking the link entitled "Terms", found at the bottom of every page.

Q. I bought something online and I changed my mind, can I return it to the ella+elliot Flagship Store?

A. No. ellaandelliot.com and the ella+elliot Flagship Store are operated independently from one another. Unfortunately, this makes it impossible for the staff at our Flagship Store to accept any returns from ellaandelliot.com customers. Pleasecontactcustomer service for special circumstances and alternative arrangements.

Q. I changed my mind, can I cancel my order?

A. You should be absolutely sure about your purchase before proceeding with an order. Many items on our site are Special Orders and are considered FINAL SALE from the moment the order goes through. Pleasecontactcustomer service for special circumstances and alternative arrangements. Note that Shipping and Handling charges and/or a restocking fee may apply to canceled orders.

Shipping

The following FAQ regarding shipping is meant to supplement the regular ellaandelliot.com shipping policy. Please see the full ellaandelliot.com shipping procedures listed in the ellaandelliot.comShipping Policy. You may view this page at any time by clicking the link entitled "Shipping", found at the bottom of every page

Q. Why does my shipping status still say "Shipment Pending"?

A. A status of "Shipment Pending" means that your order has not yet left our facility. Most items typically ship within 5 to 7 business days. If it has been longer than 5 to 7 business days, is it probable that one or more products in your order is a Special Order, Custom Order, or On Back Order and will experience a longer lead time. This lead time is listed in the product's desciption on the product page.

Q. I bought something online and I don't want to wait for shipping. Can I pick up the item(s) at the ella+elliot Flagship Store?

A. In-Store pick-ups are not available at this time. Unfortunately, ellaandelliot.com and the ella+elliot Flagship Store are operated independently from one another and this makes it impossible for the staff at our Flagship Store to arrange pick-ups of merchandise purchased at ellaandelliot.com. Pleasecontactcustomer service for special circumstances and alternative arrangements.

Q. Why is "Standard Shipping" the only option for shipping?

A. The ellaandelliot.com online store is a brand new business. We are beginning our venture into online retail with only one shipping method to ensure a higher quality of service. By offering the same shipping method to all customers, we are reducing the margin of error and ensuring that all customers receive the same service nationwide.

Automatic "rush" shipping is not yet available. Should you require a rush shipment or any other services, such as in-home delivery, furniture installation and other services, pleasecontactcustomer service. Our customer service representatives will be happy to make alternative arrangements if possible. Additional charges will apply.

Q. Do you offer rush shipping?

A. Automatic "rush" shipping is not yet available. Should you require a rush shipment or any other services, pleasecontactcustomer service. Our customer service representatives will be happy to make alternative arrangements if possible. Additional charges will apply.

Q. Do you offer White Glove Delivery and/or installation?

A. At this time, we are able to offer White Glove delivery in the Greater Toronto Area in some circumstances. For more information on White Glove delivery and for a quote on this additional service, pleasecontactcustomer service. Our customer service representatives will be happy to make arrangements if possible. Additional charges will apply.